IT Help Desk

Through our constant engagement with customers and detailed understanding of their issues and needs, we have developed a highly customized helpdesk solution that addresses organizations’ needs. Our solution consists of a backend which IT staff can use to manage incoming issues, and a frontend deployed self-service portal, that company employees can submit and track their issues from.

  • Active Directory Integration
  • Synchronizes your Active directory users with Helpdesk accounts.

  • Alerting System Integration
  • Alerts employees upon certain actions using the multiple communication channels available to improve response rate.

  • Self-Service Portal
  • Facilitates the process of delivering online services for your employees in order to increase the efficiency, performance and constituents’ satisfaction level through enabling them to follow-up and open new cases.

  • Microsoft Systems Management Server Integration (SMS)
  • Grants Microsoft SMS reports that are available in your helpdesk system and reports to you live details of every device on the network.

  • Spare Parts Management
  • Supplies data of each device’s history, providers and service’s contracts and indicates the stock availability level.

  • Microsoft Operation Management Integration
  • Creates auto tickets inside your helpdesk if server’s failure occurs.

  • Device Management
  • Provides a 360 degree view of each device, cases’ history, provider, warranty and specification.

  • Helpdesk Dashboard
  • Assists you to acquire new business insights from an influential report generation engine.

Our IT Help Desk Solution allows your business to:

  • Enhance user experience by enabling employee collaboration and interaction, with minimal learning time and increasing productivity
  • Automate business processes by auto-routing tasks, auto-triggering notifications and escalations, while decreasing turnaround time of customer requests, doing all using an easy-to-configure interface
  • Increase productivity by utilizing individually personalized case and queues management and alerts, in addition to access to centralized Knowledge base articles
  • Improve customer support by maintaining Service Level Agreements (SLAs) and proactively manage problems through the integration with Microsoft Operation Management server (MOM)
  • Empower employees through self-service applications
  • Automate follow-ups and status updates using customizable templates and sms notifications
  • Get comprehensive reporting tools to create interactive charts and reports about real-time information
  • Customize and scale interfaces and workflows to easily keep up with the organization’s dynamic needs

Integration Add-ons

  • Self-Service Portal
  • The self-service portal is a website that has been custom-developed by LINK Development based on Microsoft Sharepoint Technology and provides employees with the functionality to submit, track, update issues and communicate with IT team members. The portal’s default customization was designed with the concept of minimizing data entry in mind. An administration module for the portal allows administrators to easily customize the portal.

  • Active Directory Integration
  • Our own developed Active Directory integration component will allow organizations, typically with more than 50 employees, to maintain updated records of all their employees from the active directory and synchronize these records with the CRM system to provide instant access to the helpdesk to anyone who joins the organization.


  • Microsoft Operations Manager (MOM) Integration
  • As soon as a MOM detects a potential upcoming service outage or a system issue, an alert is raised in the MOM operator console. When the integration with Microsoft Dynamics CRM is implemented, these alerts will be automatically created in Microsoft Dynamics CRM as cases to be handled immediately by the IT team before users actually notice a problem. This is regarded as pro-active service and ensures employee satisfaction.

  • Microsoft Systems Management Server (SMS) Integration
  • The IT helpdesk team’s performance can be vastly improved by integrating the SMS’s technical information inside Microsoft Dynamics CRM. Fully updated detailed information on all the company employees’ hardware can help the IT Service Representative to solve complex problems with minimal effort thus minimizing time wasted. All of this information is displayed from within the same case view.

  • Integration with Microsoft Office Communication Server
  • Your customers will be able to have real-time assistance, while you get to keep a full history and check all pending activities from within the Office Communicator. According to the security privileges users can review cases and activities for the team members who are listed in Office Communicator contact list.

  • Speech technology for self-service via telephone
  • The powerful speech-enabled Interactive Voice Response (IVR), Speech Server, which is a part of Microsoft Office Communications Server 2007, will help you creating/updating your CRM cases through speech-enabled self-service applications via the telephone.

 
User Experience
Portals & Collaboration
E-Commerce
Enterprise Integration
Microsoft Dynamics
Infrastructure
Industries & Products
Government
Telecommunications
Media & Entertainment
Banking & Finance
Automotive
IT Help Desk
V-Class
Healthcare
Nearshore Outsourcing

Success Stories

Telecom Egypt

The solution delivered includes an Arabic intranet accessed by more than 54,000 employees as well as an IT Help Desk implementation

IEOC – Egypt

Implementation of Dynamics CRM 4.0 to manage accurate IT staff performance indicators in addition to IT Helpdesk to handle IT requests received by some 500 employees

Higher Collages of Technology – UAE

Solution includes the delivery of an internal IT Help desk solution and self-service portal